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Hello!

I am currently building out a report and I am curious to know if anyone has any recommendations for me here.  I am looking for a widget that calculates the Average Time until Ticket Assignment, and I am just not able to figure it out correctly.  The unfortunate thing here also is that I would like it calculated in Business Hours rather than Calendar Hours.

  1. I build a Custom Attribute u# Time to First Assigned] - that takes the DATEDIFF_SECONDS (Assigned Date, Created Date).
  2. I have built a Custom Metric - that takes the AVG of (# Time to First Assigned)

While this is displaying accurately, I am beginning to think that it’s counting Calendar Hours as well, where I would only want to see Business Hours.

If there is anyone who can maybe give me a pointer or a way to do this, that would be awesome!  I find it kind of silly that there isn’t already a built-in attribute for this, but alas (unless I am completely overlooking something - please let me know!)

Thank you in advance!

​@lulrichs Hello, Did you get any ware on this? 

Assigned Date is also if the ticket is reassigned to another agent. So the date is not the first assignment.

It’s the last assignment. 

 

​@lulrichs Hello, Did you get any ware on this? 

Assigned Date is also if the ticket is reassigned to another agent. So the date is not the first assignment.

It’s the last assignment. 

 

Hi Daniel!

Unfortunately, no.  I gave up shortly after this haha.  It would be so very helpful to have a metric that shows how long a ticket remains unassigned before it’s picked up - unless I completely overlooked one that’s already there.

​@lulrichs Hello, Did you get any ware on this? 

Assigned Date is also if the ticket is reassigned to another agent. So the date is not the first assignment.

It’s the last assignment. 

 

Hi Daniel!

Unfortunately, no.  I gave up shortly after this haha.  It would be so very helpful to have a metric that shows how long a ticket remains unassigned before it’s picked up - unless I completely overlooked one that’s already there.

Only way I found is to add the time, hours or minutes to a number field when the ticket is assigned to an agent using an condition and expression. 

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